AccountId: 011433970860
ContactId: 5ca3670a-4f30-4b55-98de-287259c5e052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247580 ms
Total Talk Time (AGENT): 84781 ms
Total Talk Time (CUSTOMER): 98871 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/5ca3670a-4f30-4b55-98de-287259c5e052_20250109T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Houston Healthcare. I was calling to see if you could, um, give me claim status.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] It is D for delta.
[CUSTOMER][NEUTRAL] 4, hold on, that's the way I need to make sure it's the same thing, yeah, D for delta.
[AGENT][NEUTRAL] Yeah, yeah, our number's gonna start with a 0, a policy er number, uh huh.
[CUSTOMER][NEUTRAL] A 0 OK.
[CUSTOMER][NEUTRAL] I have a 4 a D and a 4.
[AGENT][NEUTRAL] Spell the patient's mm, spell the patient's first and last.
[CUSTOMER][NEUTRAL] So would that be you guys?
[CUSTOMER][NEUTRAL] [PII] and his last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a social security number for him?
[CUSTOMER][NEUTRAL] And let's see, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what phone number did you dial?
[CUSTOMER][NEUTRAL] Um, the one on the back of his car which is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna transfer you. That's um 90 degrees.
[AGENT][NEUTRAL] Um, and you selected option 2, their option is 1.
[CUSTOMER][NEUTRAL] Uh huh, OK.
[AGENT][NEUTRAL] And that the num the number you provided is their unique number so I'll get you transferred over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh huh and go ahead and give me that D number and I'll give that to them.
[AGENT][NEUTRAL] When I call.
[CUSTOMER][NEUTRAL] OK, is D for delta 463?
[CUSTOMER][NEUTRAL] 06810.
[AGENT][NEUTRAL] OK, and you said you're checking, uh, claim status at Tora.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get you connected and did you have any other questions before we get you connected?
[CUSTOMER][POSITIVE] Oh no ma'am thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day and give me one second. I'll get you connected.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBRA enrollment, please press 1 for.
[CUSTOMER][NEUTRAL] 90 Degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with APL. I have a provider on the phone. Hi, that needs a claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I have the policy number. Yay, it's the.
[CUSTOMER][POSITIVE] OK, yeah, good job.
[AGENT][NEUTRAL] It's D as in David, 463.
[AGENT][NEUTRAL] 06810 and [PII] is on the phone.
[CUSTOMER][NEUTRAL] Oh, hold on, get my fingers to work right. [PII] is the patient?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Yeah, he just has [PII]. Uh, do you have a callback number for her?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you very much, ma'am.
[AGENT][POSITIVE] All righty, here she comes. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Have a good day.
[AGENT][NEUTRAL] Um, you too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks